Stella Connect

SEPTEMBER 10, 2021

Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it. Successful customer service teams use a QA scorecard to measure agent performance. You do need to decide exactly how you’ll calculate the scoring rubric, too.

Customer Service 52

Customer Service Effort Score Measurement Interaction 52

ShepHyken

MARCH 24, 2021

As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). Both give you an idea of how happy the customer is. When you ask marketing and customer service experts what they monitor, you’ll likely hear about similar satisfaction or happiness measurements.

Measurement 150

Measurement Net Promoter Score Effort Score Customer Satisfaction 150

ShepHyken

SEPTEMBER 23, 2020

We just skate hard, pass a lot and occasionally score a goal. What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem. The customer is happy. They go away happy.

Effort Score 130

Effort Score Exercises Travel Customer Service Training 130

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. My Comment: The “gig economy” is a hot topic in the customer service world. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

Strategy 226

Strategy Customer Experience How To Effort Score 226

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. You can get objective and subjective feedback.

Net Promoter Score 123

Net Promoter Score Effort Score Conference Hotels 123

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. On Hold for 45 Minutes?

Customer Service 79

Customer Service Airlines Wireless Retail 79

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs. 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Experience Investigators by 360Connext

JANUARY 28, 2020

First, understand the true costs of NOT investing in customer experience. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Even if you’re not part of that industry, take a look at what drives these companies’ NPS scores.

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations.

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

Stella Connect

SEPTEMBER 16, 2021

That’s what’s potentially at stake for companies that deliver poor service experiences. According to our 2021 customer service statistics , based on a study of over 1,000 individuals in the U.S., 53% of consumers say they would likely stop doing business with a brand after a negative customer service interaction.

Tips 52

Tips Effort Score Customer Service Training Guidelines 52

Second to None

MARCH 29, 2019

We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few. Say that you want to invest in a new training program for your customer service team in an effort to increase the efficiency of service.

ROI 86

ROI Measurement Effort Score How To 86

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Here are my top five picks from last week.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

ShepHyken

AUGUST 14, 2019

What fans of any sport celebrate the opposition scoring against them in that way?! Nothing gets better without effort. Second, even though you have 99 out of 100 rock star employees, if your customer talks to the one that’s less than stellar, that’s the impression your customer will have of your entire company.

Sports 127

Sports Effort Score Customer Focused Customer Service Training 127

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score).

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Customers That Stick

JUNE 23, 2015

Easy Service Marshmallows. Unfortunately, frontline service reps take the one, easy marshmallow too often and cost organizations and themselves the two marshmallows that would follow from delaying gratification. In customer service, this dynamic occurs in a number of ways. Those who gave in quickly…. Got lower S.A.T.

Customer Service 60

Customer Service Effort Score Call Center Metrics 60

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 86

Social Media Self Service Customer Service Marketing 86

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience.

Customer Service 12

Customer Service Effort Score Retail B2B 12

InMoment XI

MARCH 11, 2024

An organization can act on these insights by fixing the existing product or service, and then making sure similar issues don’t appear in the future. As an example, let’s imagine the same financial services firm from earlier experiences a prolonged period of poor customer service due to understaffing or inadequate training.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ShepHyken

JUNE 19, 2023

Each week, I read many customer service and customer experience articles from various resources. Unfortunately, I’ve seen organizations make an effort, but not all executives are aligned with the program, and it ultimately fails. If you aren’t using it to measure customer satisfaction, this article will get you started.

Net Promoter Score 13

Net Promoter Score Customer Service NPS Customer Journeys 13

Who's Your Gladys?

MARCH 30, 2017

The Busy Leader's Guide to Creating Fierce Customer Loyalty." Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow. appeared first on Who's Your Gladys?

Touchpoint 100

Touchpoint Loyalty Effort Score Customers 100

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

ShepHyken

JANUARY 30, 2023

Each week, I read many customer service and customer experience articles from various resources. ChatGPT: 6 Ways It Will Transform Customer Experience by Paul Pember (CX score) The promise of how AI will revolutionise the world has often lacked practical application on how it will impact our day to day lives.

Customer Service 23

Customer Service Banking Effort Score Tips 23

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Stella Connect

OCTOBER 14, 2021

Empathy is what makes a contact center experience fantastic, the kind that leads to good reviews, high Net Promoter Scores (NPS), and return business. Explaining Empathy in Customer Service. It takes even more effort to demonstrate empathy if ‘feeling it’ doesn’t come naturally. What gets incented gets done.

Contact Center 52

Contact Center Net Promoter Score Effort Score NPS 52

customer sure

JUNE 15, 2018

Fire fighting – having a trained fire brigade on standby to respond quickly to any problems which occur despite our fire-safety efforts. It’s the same with customer satisfaction. It’s the same with customer satisfaction. Customer service training. It doesn’t prevent low scores. Call analysis.

Effort Score 48

Effort Score Customer Centricity Feedback Comparison 48

Qualtrics

DECEMBER 14, 2021

Having an effective customer service team can be a make or break for your business. This is especially true as the world moved into an eCommerce-driven buying environment, where a support agent may have been the only human point of contact a potential customer has with your brand. Customer service coaching.

Management 26

Management How To Effort Score Interaction 26

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. Then there’s the impact on service quality. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 40

Contact Center Effort Score Culture Connections 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. We hear this in our own conversations with customer service leaders.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Stella Connect

JUNE 25, 2018

Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Equip Your Customer Service Team.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Equip Your Customer Service Team.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Loyalty Programs 116

Loyalty Programs Customer Service Effort Score Self Service 116